yyyyyy x. yyyyyy

5335 south 106^th st. xxxxxx, xxxxxx xxxxxx
xxx-xxx-xxxx abc@xyz.com

proficient it professional eager to contribute technical expertise as well as strong xxxxxxtwork operation skills and system administration talents toward actively supporting an organization in maximizing performance.

career profile

 

results-oriented it professional with solid and progressive experience in systems administration, hardware and software installation and helpdesk support capacities. in-depth expertise in drafting and implementing main call center automated script to facilitate superior client service operations. proven ability to lead and motivate team members to ensure success.

 

recognized as highly skilled cisco ip telephony specialist and cisco unified contact center specialist with comprehensive in-depth knowledge of systems and xxxxxxtwork administration in large-scale, high volume environment. track record for diagnosing complex problems and consistently delivering effective solutions. dynamic communication, customer service, and relationship management skills.

professional experience

 

xxxxxxtwork administrator i/cisco telephony specialist xxxxxx world-herald                                                2007-present

• successfully handle the installation and maintenance of over 600 cisco ip and nortel phoxxxxxxs.
• serving as systems administrator, manage all aspects of cisco call manager 4.2(x), cisco unity voicemail system 4.2(1) and cisco unified contact center express/ipcc express 4.0(x).
• utilize exceptional proficiency in drafting and developing ipcc phoxxxxxx scripts using crs editor to facilitate superior customer service operations.
• efficiently design and implement innovative customer service script and 1-800 lixxxxxx, increasing remote customer service operations.
• responsible for the design and implementation of scripted auto-attendant for xxxxxx world-herald circulation call center, effectively providing 24-hour customer access to delivery services.
• proficiently perform multiple moves, adds and changes of nortel 2008's and 2616's phoxxxxxxs on nortel option 11c phoxxxxxx switch.
• cost-effectively convert over 15 single busixxxxxxss fax lixxxxxxs to trunk did's, saving $7000-$8000 annually.
• actively collaborate in the major upgrades of cisco uccx/ipcc systems and cisco uccx/ipcc system from 4.0(4) to 4.0(5).

 

it help desk associate xxxxxx world-herald                                                                                         2005-2007

• responsible for providing level 1 and level 2 helpdesk support for both pc and mac end users.
• successfully managed pcs and macs installation and maintenance, including software installation, opening/closing user accounts and case-by-case troubleshooting.
• proficiently supervised the installation of 200 pcs on behalf of xxxxxx world-herald users.
• actively served as project lead for 2006 pc refresh, effectively redistributing and installing 100 pcs and macs to improve company operational efficiency.
• consistently maintaixxxxxxd windows os xp, 2000, 95/98, nt 4.0 server 2000/2003 systems on behalf of company.

 

pc installation specialist the computer merchants                                                                                          2005

• actively collaborated with it team in the installation of xxxxxxw pcs and servers for meryl lunch.
• consistently ensured delivery of quality customer service vital to sustaining and growing accounts.

professional education

 

bachelors of science in computer engixxxxxxering university of xxxxxx xxxxxx, xxxxxx                              1997-2003

comptia a+ and comptia xxxxxxtwork+ certifications xxxxxxw horizons learning center xxxxxx, xxxxxx            2004-2005

certificate in administering cisco ip phoxxxxxx telephony xxxxxx, xxxxxx                                                             2007

certificate in cisco contact center express/unified ivr deployment dallas, tx                                               2007

certificate in cisco qos xxxxxx, xxxxxx                                                                                                                    2008

certificate in cisco cvoice xxxxxx, xxxxxx                                                                                                  2008